Johnny Ortiz

Experienced Operations Executive and People Leader with over 20 years' experience. Consistent achievement of company objectives and goals. Strong organizational and communication skills with a track record of overhauling large organizations and creating top performing employees, departments and divisions. A branding of servant leadership and people first. Experienced in all things Contact Center, Operations, Service Delivery, Customer Experience, Healthcare Operations, Project Management, Integration, Account Executive, Sales, Financial Budgets, Forecasting, Recruitment, and Performance Management.

Director, Service Delivery NW - Gainwell Technologies - Oct 2023 - Aug 2024

Direct and drives performance excellence and efficiency for the Northwest region. Direct the activities of Senior Managers daily operations, to execute call centers, claims, mailrooms, staffing, budget, and maintain service level agreements. Initiate, plan and drive operational strategic initiatives for deployment of automation and achieve financial goals or objectives. Lead transformation efforts across multiple accounts or projects, and expertly identify, define, and solve complex business challenges. Accountable for coaching, developing account leaders, establishing and driving a performance driven, results focused, client and employee experience first culture. Partner to propel continuous integration and improvement across the CX operational organization. Work directly with support teams and internal stakeholders including the Account General Managers, Account Delivery Leaders, and external Clients, to deliver exceptional client and employee experiences. Responsible for all CX/BPO operations. Execute CX operations for healthcare, dental, desktop support, print services.

Director, Concierge - Luna Physical Therapy - Feb 2023 - Jun 2023

Directed and managed operations for the Call Center, Patient Enrollment, Patient Success, Patient Development, and Patient Onboarding departments. Manage and set up the call routing system (Talk Desk) and processes. Developed effective and efficient operational processes. Implemented methods to record, assess, and analyze workflows and conversion rates. Ensured patient appointments and conversion targets were met. Directed and managed the recruitment, hiring, onboarding, and training of Concierge team new hires. Lead goal setting and performance management for teams and team members. Directed escalated customer service issues. Managed reporting and interaction with the engineering team for process flow. Planned and integrated new account launches such as AARP. Managed vendors account internationally to create cases for billing. Managed and Directed the Concierge department in all areas of operations. Created a culture of exceptional service by exceeding patient and therapist expectations.

Director, Customer Operations - Delta Dental Ins. - Feb 2017 - Jan 2023

Directed Operations, Call center, Workforce Management, and reporting departments. Directed the Member Outreach team, processes, and communications (website) team. Directed Case Management and Care Coordination teams with all second level escalations. Coached and developed Sr. Managers and Managers. Implemented and developed applications for business strategy. Managed department budgets (20MM) and processes. Sponsored new IVR implementations and all change requests. Responsible for WFM forecasting, staffing, and scheduling to increase production. Onboarded and directed Vendor Management (BPO call center). Leaned out process and procedures, supported document control and standardized process updates. Maintained HIPPA, and ISO compliance. Account management and client services with State government accounts such as DHCS and Medi-Cal Dental. Account management of Federal government clients such as PHS, VA-CCN, VADIP, FEDP, and TRDP.

Associate Director, Customer Care - Verizon - Jan 2004 - Jan 2017

Directed the Operations and Call Center departments, responsible for an organization of 1300 plus employees. Coached and developed Managers and Supervisors through reviews, daily analysis, strategies, and techniques. Monitored KPIs, sales, drove efficiency, and cost. Conducted root-cause analysis and process improvement to maximize efficiencies and increase KPIs. Managed the new employee experience team to recruit, interview, and hire new employees (86% stick rate). Effectively managed all operational aspects of the contact center. Directed all sales and customer experience (NPS) processes. BPO account management within CA. Partnered with the Executive team to drive organizational growth. Conducted quarterly operational reviews with Executive and Senior leadership team. 

Sales Account Exec, Mid-Market - Citi - May 1999 - Dec 2003

Maintained new prospects and referral relationships for Mid-Market sales. Followed up and generated leads through networking. Customized solution-based products for flooring lines, lines of credit, cash management services and more. Created proposals for executives and decision makers to sell products and services. Called on leads, managed a database of prospects. Negotiated and closed sales 2-20 MM. Managed relationships with customers to cross sell or upsell additional services and or products. Procure sales in the Pacific West region. Experience in Direct banking, CD's, savings, auto loans, refinance, SMB, and Mid-Market.

MIT Sloan School of Management - Operations Management 

Horizon Charter – H.S Diploma